Windows 10 blue screen with SYSTEM_THREAD_EXCEPTION_NOT_HANDLED due to iaStorAC.sys

[RLNoonan]

I've following the advice of a couple of different forum posts on this topic, but they haven't seemed to help so I'm wondering if I actually have an issue with my hard drive. Here is a summary of what I've done so far:

A few days ago my laptop started getting this blue screen error after being in Windows for a while (usually when the computer was just sitting there idle). I initially tried to use the startup repair troubleshooting tool, which didn't fix things. I then tried booting in safe mode, but still got the BSOD. I tried to use Windows System Restore, in case this was due to something I had recently installed, but this failed for all the restore points I tried with the message:

System Restore failed to extract the file (C:\Windows\System32\msdtctm.dll) from the restore point. An unspecified error occurred during System Restore. (0x80070017)

I then tried a command I found using "sfc /scannow" (other switches, but I don't remember exactly what they were), but it got an error (didn't write it down). Next, I tried "CHKDSK /F /R" and this failed in step 4 with the following:

An unspecified error occurred (766f6c756d652e63 470).

I think tried other repair/recovery options from the troubleshooting menu, but things just seemed to get worse. As a last-ditch effort, I installed a completely fresh copy of Windows 10 and then did a system restore using a backup I had made about six months ago. This still got the BSOD. Finally, I once again installed a fresh copy of Windows 10 and did nothing else. After about 20 minutes I got the BSOD again, so I'm thinking there must be a problem with the hard drive. Hard to believe, since this laptop is less than 14 months old!

Is there anything else I should try? Thanks in advance for any help.

[Paul_Tikkanen]

Hi:

Run the hard drive and memory tests in the BIOS (F2).

If they pass and your notebook has two memory modules, remove one of them and see if you get the BSOD with that memory chip installed.

If you do, remove that module, and replace it with the first one you removed.

I have a hunch that one of the memory chips is no good--even if the test indicates that it is.

If your notebook only has one memory chip and the hard drive passed the test, I recommend you replace it.

They are not that expensive.

Also if your notebook is one that has the Intel Optane memory, that may be the source of your dilemma.

If your notebook has an Intel Optane memory module, install the latest Intel RST driver that HP has for your notebook's chipset.

I would do this first after running the diagnostics if your notebook has an Intel Optane memory module.

https://ftp.hp.com/pub/softpaq/sp104001-104500/sp104015.exe

Below is the link to the service manual.

http://h10032.www1.hp.com/ctg/Manual/c06267474

Also, are you aware of the HP cloud recovery tool?

You can use that to create a bootable USB recovery drive that will reinstall W10, the drivers and the software that originally came with your notebook.

Here is an info link for how to use the cloud recovery tool...

https://support.hp.com/us-en/document/c06162205

You can see if your notebook is supported by the cloud recovery tool at the link below...

http://support.hp.cloud-recovery.s3-website-us-west-1.amazonaws.com/

[RLNoonan]

Great, thanks a lot for these suggestions, I will try these steps right away. I'm not sure if the notebook has one memory chip or two, but I'll check.

The notebook does in fact have an Intel Optane drive, and I thought it might be the source of the problem since I had read something about the RST driver when I was digging around for information on this error.

Thanks for the tip on cloud recovery, I had not heard of that, but it sure sounds better than using a generic Windows install disk. I'll check that out and set it up if it is available for my unit.

I'll update with my results.

[Paul_Tikkanen]

You're very welcome.

Hopefully it is just that optane memory needing an updated RST driver.

BTW, when you clean install W10, you have to do it a certain way when you have the Intel Optane memory.

https://support.cyberpowerpc.com/hc/en-us/articles/360014518534-How-to-install-Windows-10-when-Intel...

Hopefully the cloud recovery tool does it automatically for you.

[RLNoonan]

Thanks again for this further information. I was actually wondering about what happens with an Optane drive and the fresh Windows installation. I did create a recovery USB using the Cloud Recovery Tool that you mentioned. I think that is a much better option for restoring than the generic Windows 10 installation I did.

However, before installing, I figured I'd run the BIOS tests that you mentioned originally. I ran the Memory Extensive Test and it passed (by the way, I have 12GB of memory, so there are two memory DIMMs, one 8GB and one 4GB). I then ran the Hard Drive Extensive Test. That got a failure during the Hard Drive Short DST Check. The failure ID is:

GQCDW2-9NKA82-GXGKHG-60WT03

Does this mean that the drive is bad for sure? I was not able to use the QR code or get to the website referenced (www.hp.com/embed/uefi) to get further information since the link seems to be giving me trouble. Is there any other information you can provide me with what I should do next or more information I can gather?

[Paul_Tikkanen]

You're very welcome.

Below is the report of the error code you posted, minus your notebook's serial number.

Failure Information

Failure ID Tag Checksum HP Serial Number Test Date Failure Code Device Includes Error Message

GQCDW2-9NKA82-GXGKHG-60WT03

OK

XXXXXXXXXX

9/14/20

303

Storage

Floppy Drive, Hard Drive, Memory Drive, Optical Drive, SCSI, Tape Drive

Hard Disk 1 Quick Test Failure

The code indicates that you will need to install a new hard drive.

I was expecting to see that report for the Optane memory which I believe would have been listed as disk 2.

I suppose you will have to replace the drive to resolve the problem.

[RLNoonan]

Once again, thanks for the help. I was just about to ask a follow-up question about the possibility that I simply need to replace the Optane Memory module (should be M10, I think). It sounds like you are saying that this test failure confirms that it is the actual hard drive and not the Optane Memory. When I ran the hard drive tests, it showed two hard drives. I suppose hard disk 2 is the Optane Memory module? It is listed as: NVMe Intel MEMPEK1J016GAH and says it is 13.4 GB.

As a note, I did try to run the test on hard disk 2 and I got the following message:

Hard Drive Short DST Check: NOT AVAILABLE

So I guess I can't try running the test on the Optane Module itself. So that is why I'm wondering if there is still a chance it is the Optane Memory, not the disk.

A couple of questions:

- Would it be of any help to remove the Optane Module and re-run the hard disk test?

- If it truly is the hard drive, can I simply replace it with any SATA drive? Or are there specifics that I need to pay attention to due to the Optane Memory module?

[Paul_Tikkanen · Accepted solution]

You're very welcome.

How about if I throw you a third option?

Ditch both the SATA hard drive and Optane module, and install a NVMe M.2 SSD of a storage capacity that meets your needs and budget.

That will provide blazing fast disk speed to your notebook, and you will have only one storage device you need to worry about.

You can confirm that the hard drive is kaput by removing the Optane memory module, and if you still get the code, then the 2.5" drive is bad.

[RLNoonan]

Great, I think I will likely go the SSD route. It looks like the price of a 512GB (which should be sufficient space) would not be too much extra.

Just to be sure (and for my own experience), I did go ahead and remove the Optane Memory and the test still failed. So I guess that confirms it once and for all!

I do have two more questions if you don't mind:

- Before I physically removed the Optane Memory, I tried to disable it via BIOS setup. Now, when I go back into BIOS setup to re-enable the Optane Memory, there is no longer an option to enable. Can you tell me how to enable Optane Memory again? I got there via Configuration->UEFI HII Configuration->Intel Rapid Storage Technology. It does show both drives, but no option to enable the Optane Driver. I did try loading the default configuration, but that actually took away all hard drives, so I didn't save that.

- Do you anticipate that if I go with an SSD drive it will cause a problem when I restore from my backup? I assume that backup has the Windows drivers for Optane, but I don't know if it actually matters.

Thanks again for all the help.

[Paul_Tikkanen]

You're very welcome.

Unfortunately, I am not familiar with the Intel Optane memory setting in the BIOS.

The good news is that you won't need that setting with a NVMe drive.

You may want to start a new post on the topic.

Maybe someone else with more experience knows the answer.